Care Rtm

**Description**:
**Role purpose**:

- Monitor and Control Vodafone UK consumer, customer relation and EBU in house operation performance on intraday level to ensure adherence and conformance of scheduled staff and Takes necessary contingency action s in case of problems and resolves daily events related to queues performance and manage company resources
- Provide Operational insights to maximizing the operational effectiveness and efficiency of the call center through skill changes where required.
- Monitor call arrival patterns and flag any change in arrival patters to VF UK Ops control and planning team.

**Key accountabilities**:

- 1.Realtime Management operation:

- Includes but not limited to:
- Monitor adherence and conformance of CBU, EBU and CR operations
- Updating schedules with exception codes according to the defined process & polices
- Monitor service levels, AHT and hours delivery and flag to operations accordingly.
- Monitor/report on unplanned leaves and collect justifications from Team managers.

2.Realtime reporting:
- Report on AHT at agent level, TMs and Ops managers levels by split
- Report on Aux use and adherence daily
- Report on shrinkage daily
- Report and log technology incidents and assess impacts on operations
- Follow escalation matrix for escalating any change in call behavior

**Long Description**:
**Core competencies, knowledge and experience**:

- Putting Customers First
- Performing Through Our People
- Delivering Results
- Managing In A Changing Environment
- Making A Personal Difference
- Communicating For Impact

**Must have technical / professional qualifications**:

- Must have at least one year experience in UK Ops.
- Analytical experience and MS office use, and attention to detail and high level of accuracy.
- Experience with IEX, CMS, Avaya.
- Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback.
- Ability to multi-task, focus and complete reports for extended periods of time.
- Ability to write routine reports and correspondences.
- Must have good time management with the ability to work with mínimal supervision and under tight timelines.

VO**IS